Operations Program Manager, Capital Collections

Collections Team Overview

The Collections team focuses on effectively recovering overdue Stripe Capital loans while maintaining a positive user experience. We are committed to balancing the necessity of efficient collections with a customer-centric approach.

Responsibilities

• Own complex and escalated collections cases end-to-end, building firsthand understanding of customer pain points, process gaps, and regulatory nuances to inform program decisions
• Design, launch, and manage collections programs aligned with business objectives, regulatory requirements, and customer experience goals
• Identify opportunities to automate, standardize, and scale collections operations—reducing manual effort while improving efficiency and consistency as volume grows
• Ensure regulatory and policy compliance across all collections activities. Build and maintain QA frameworks—including audits and calibration—to uphold quality standards
• Monitor program performance through analytics, identify trends and areas for improvement, and develop data-driven strategies to optimize outcomes
• Partner with Product, Engineering, Compliance, and Operations teams to align collections programs with platform capabilities and drive long-term systemic improvements
• Build and maintain process documentation, playbooks, and training materials that empower the team and reduce knowledge silos

Qualifications

• 3+ years of program management experience, with a focus on operational process design, implementation, and scaling
• Willingness and ability to perform hands-on casework alongside program responsibilities
• Strong problem-solving skills with the ability to use data to drive decisions and measure impact
• Excellent communication skills—comfortable conveying complex or sensitive topics to both technical and non-technical audiences
• Experience managing multiple concurrent projects in a fast-paced, high-growth environment with shifting priorities
• Experience in financial services or fintech, particularly in collections or lending operations
• Familiarity with automation tools and techniques, including a working knowledge of SQL
• Experience in change management—taking initiatives from conception through scaled execution
• Background in a compliance-sensitive environment with knowledge of relevant regulatory frameworks
• Experience designing or managing QA programs, including audit methodologies, scoring calibration, and quality feedback loops

Benefits

The annual US base salary range for this role is $112,000 - $168,000. Additional benefits may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

Office Locations

• New York, or South San Francisco HQ
• Operations